POSITION OVERVIEW

The Director of Infrastructure is responsible for the strategic planning, execution, and operational management of Phoenix’s IT infrastructure. This role includes ownership of Local Data Centers, AWS Cloud Technologies, GCP Cloud Technologies, Networking, Database, Servers & Storage, Disaster Recovery Planning, and PCI/Regulatory Audits. This role is responsible for ensuring Phoenix systems remain available at all times in order to meet its business objectives.

This person will play a key role in defining the strategic and tactical direction, and the ongoing operations, of functions noted above. This position will engage cross-functionally at all levels of the organization and requires focus on, experience with, and knowledge of, retail business, technical operations and people management- particularly in critical, fast-paced environments.

The desired candidate will be a leader and mentor to the team, that is willing and able to jump in, when needed as well as perform as an expert in domains of relevance. This person will lead with emotional intelligence and is expected to be available and involved with resolving complex technical challenges within the enterprise. This Director will work directly with our key vendor and business partners in support of the existing operations and will plan strategically to ensure the Phoenix technology operations can support dynamic business initiatives and a robust application and infrastructure portfolio. This person will be responsible for taking part in the collaborative process of creating and supporting annual capital and expense budgets as well as multiyear, strategic roadmaps.

This role is a critical, high-visibility role within the organization and includes 24x7 management responsibilities within a team of peers with similar responsibilities.

KEY RESPONSIBILITIES

• Develops, implements, and manages technical operations in support of Phoenix business requirements. Drives strategic initiatives within the team and supports the strategic initiatives across Phoenix brands. Establishes and cultivates relationships with peers within and beyond the Technology organization.
• Leads and oversees the design, implementation and ongoing management of support functions and technology solutions supporting Phoenix. Facilitates the creation of relevant multiyear, strategic roadmaps.
• Leads and assists the troubleshooting of technical or operational problems and takes corrective action as necessary to resolve. Serves as a key member of the Incident Management team focused on rapid service restoration when disruptions occur.
• Responsible for performance, capacity, monitoring and upgrades necessary to enable successful organizational execution and end-user productivity. Directs and ensures successful team execution on multiple projects and support functions simultaneously.
• Ensures team compliance with applicable change and incident management policies when implementing system changes and addressing problem resolution. Manages team to ensure security, compliance and operational stability and sustainability is a focus behind everything we do.
• Supports multiple sites and remote associates.

REQUIRED EXPERIENCE & QUALIFICATIONS

• Education: Bachelors in Computer Science, IT, or relevant area of study
• Experience: 10+ years hands-on experience with IT Infrastructure and technical design, deployment, operational management and troubleshooting
• Experience: 5+ years hands-on experience with Cloud Platforms, preferably GCP
• Experience: 7-10 years supervising or managing a team of technical engineers
• Demonstrated ability to create multiyear, strategic plans leveraging technology in service of business objectives
• Significant knowledge of networking, compute, storage and database technologies
• Significant knowledge of IT facility management and complex support functions
• Ability to maintain confidentiality with sensitive customer and internal information
• Proven ability to work collaboratively / cross functionally and influence stake holders; manage and balance stakeholder expectations
• Demonstrated ability to analyze and improve complex processes with a track record of successfully leading and delivering projects
• Ability to manage projects and multiple tasks in an organized fashion
• Ability to consistently support and lead teams on daily basis, or during emergencies, and regularly provide honest, direct feedback
• Ensure accountability of individual, team and department goals.
• Foster an environment of curiosity.
• Superior communication skills both written and verbal
• Effective communication, teamwork, and problem-solving skills
• Excellent organizational, planning, and coordination skills
• Strong interpersonal skills and ability to build collaborative relationships
• Experience working in the retail industry required

CRITICAL SKILLS & ATTRIBUTES

• Approaches obstacles proactively and looks for ways to resolve problems and issues
• Ability to multi-task and re-prioritize as needed
• Ability to meet deadlines, prioritize, cope with change and maintain composure under pressure
• Desire to take full ownership of assigned projects and ability to work independently or as a member of a team
• Accountable for results
• Ability to multi-task and manage multiple projects simultaneously
• Possesses a sense of urgency; self-motivated and detail-minded
• Solid verbal presentation, group dynamic, and facilitation skills
• Proactive approach to resolving problems and issues
• Dedication to meeting requirements of internal and external customers, responding to all customer requests promptly and thoroughly